Customer Support & Professional Services Specialist (2nd & 3rd Line)

Job Description:

Customer Support & Professional Services Specialist

ABOUT US

Newline is an established, successful market leader, specializing in IT solutions for auctions throughout the UK, Ireland, NZ and Canada. Newline know our customers by first name and build up a great rapport with them. Customer service and satisfaction is vitally important maintaining our good name and reputation within the industry. Newline offer an all-in-one IT solution and provide our own sector leading bespoke software, networking, and hardware to our clients.

WHAT YOU’LL BE DOING

As a Customer Support & Professional Services Specialist, you will play a key role in ensuring our clients receive the highest level of support. You will engage with customers through 2nd & 3rd line support calls, logging tickets in our CRM, and working to resolve queries or escalate to the appropriate team members when needed. You will be fully trained to support Newline’s online auction platform, auctionmarts.com, and NAS (Newline Auction Software) our back-office product, helping customers with advice, training, and problem-solving during both live and timed auctions.

ROLE RESPONSIBILTILES

Key Responsibilities:

• Provide first-class support to customers, ensuring a smooth experience with our software

• Assist in training clients and helping them put together their sales, ensuring they feel confident using our system

• Support our Canadian and American clients in managing their onsite auctions, as well as assist UK & Irish clients during evening sales

• Collaborate with a team of professionals to provide excellent service and help grow our client base

• Opportunity for travel: Occasionally, you may have the chance to travel across Canada and the US, providing hands-on training and support as our clients go live with our software

• Work-life balance: While the role may occasionally require Saturday work or evening shifts (for UK & Irish auctions), we offer flexibility and a collaborative environment where we prioritize your well-being.

Key Skills & Experience:

• Exceptional customer service: A compassionate, calm, and solution-oriented approach to supporting clients.

• Team collaboration: A strong team player who values open communication, teamwork, and shared success.

• Professional growth: We offer full training and ongoing development opportunities to help you grow in your role and advance your career.

• Calm under pressure: A composed presence during live auctions, ensuring smooth, seamless operations for clients.

• Adaptability: Comfortable working with both internal teams and external customers to resolve issues quickly and efficiently.

AI

• Encourage the use of AI tools in professional and customer services:

  • Automating repetitive tasks and optimisation of workflow

  • Reduce risk and increase reliability

  • Increase productivity and competitiveness.

COMPETENCIES, SKILLS & BEHAVIOURS

Competencies

• Agility

• Innovation

• Customer & People Focus

• Ownership & Accountability.

Skills

• Communication with Impact

• Technical Excellence

• Problem Solving & Analytical Thinking

• Organisational Understanding & Awareness.

Behaviours

• Continuous Learning

• Integrity

• Explore & Act

• Kindness & Resilience.

WHY JONAS EUROPE?

• Be part of a dynamic and innovative global organisation

• Competitive compensation and benefits package

• Opportunities for career growth within our expansive portfolio

• Join a collaborative environment that champions diversity, equity, and inclusion, creating a space where everyone can excel.

WHAT OUR EMPLOYEES SAY ABOUT US

See what our employees say about us in the highlights video from our Jonas Annual Business Awards 2023 https://www.jonassoftware.co.uk/insights and our ‘Every Person Matters’ video from our Jonas Annual Business Awards 2024 https://www.jonassoftware.co.uk/why-jonas/people-culture/

ADDITIONAL INFORMATION

LOCATION

• Remote, with travel opportunities as needed for training and client support.

• The position is based in the USA.

SALARY

• $65,000-$85,000 (dependent on experience).

MUCH MORE THAN A BENEFIT

• Internal Learning & Development programmes

• Internal Mentor programme

• Jonas Europe & Jonas Global networking events (GROW, JSA). Join communities, build networks and collaborate with your colleagues across the Global Group.

OUR DEIB COMMITMENT

Our people define us and, at Jonas, we believe that diversity in all its forms enriches our organisation and drives innovation. We actively seek to create an environment where all employees feel valued, heard, and empowered to contribute their best work. We do not discriminate on the basis of any protected characteristic and are dedicated to providing equal opportunities for all. Come and be part of a team where your unique background and experiences are celebrated!

We strongly encourage applications from candidates of all backgrounds, including those from underrepresented groups such as women, ethnic minorities, people with disabilities, and LGBTQ+ individuals and we are committed to creating an interview and hiring process that is accessible and inclusive for everyone.

FLEX WORKS CULTURE

Here at Jonas Europe, we see flexibility as a game-changer. We truly believe that working flexibly together helps to increase our innovation, growth and productivity, as well as supports our employees’ wellbeing and helps to provide great places to work.

For most roles, the following types of flexibility are usually possible: working location, number of hours/days worked, different start and finishing times, flexible lunch break arrangements, agreed core hours, flexible hours, an element of working from home, compressed hours.

Many of our employees work flexibly in many different ways, including part-time. Please talk to us at interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking.

Business Unit:

Scheduled Weekly Hours: